Professional Documents
Culture Documents
SATISFACTION
Attitudes
Evaluative statements or judgments concerning objects,
people, or events
Three components of an attitude:
The emotional or
feeling segment
The opinion or of an attitude
belief segment of
an attitude
An intention to
behave in a certain
way toward someone
or something
See E X H I B I T 3–1
3-2
Does Behavior Always Follow from Attitudes?
Leon Festinger – No, the reverse is sometimes true!
Cognitive Dissonance: Any incompatibility between two
or more attitudes or between behavior and attitudes
– Individuals seek to reduce this uncomfortable gap, or
dissonance, to reach stability and consistency
– Consistency is achieved by changing the attitudes,
modifying the behaviors, or through rationalization
– Desire to reduce dissonance depends on:
• Importance of elements
• Degree of individual influence
• Rewards involved in dissonance
Predicting Behavior from Attitudes
3-4
What are the Major Job Attitudes?
Job Satisfaction
– A positive feeling about the job
resulting from an evaluation of its
characteristics
Job Involvement
– Degree of psychological identification
with the job where perceived
performance is important to self-
worth
Psychological Empowerment
– Belief in the degree of influence over
the job, competence, job
meaningfulness, and autonomy
Another Major Job Attitude
Organizational Commitment
– Identifying with a particular organization and its goals, while
wishing to maintain membership in the organization.
– Three dimensions:
• Affective – emotional attachment to organization
• Continuance Commitment – economic value of staying
• Normative – moral or ethical obligations
– Has some relation to performance, especially for new
employees.
– Less important now than in the past – now perhaps more of
an occupational commitment, loyalty to profession rather
than a given employer.
And Yet More Major Job Attitudes…
Perceived Organizational Support (POS)
– Degree to which employees believe the organization values
their contribution and cares about their well-being.
– Higher when rewards are fair, employees are involved in
decision making, and supervisors are seen as supportive.
– High POS is related to higher OCBs and performance.
Employee Engagement
– The degree of involvement with, satisfaction with, and
enthusiasm for the job.
– Engaged employees are passionate about their work and
company.
Are These Job Attitudes Really Distinct?
3-8
Job Satisfaction
One of the primary job attitudes measured.
– Broad term involving a complex individual summation of a
number of discrete job elements.
How to measure?
– Single global rating (one question/one answer)
– Summation score (many questions/one average)
Are people satisfied in their jobs?
– In India, yes. Seventy-one percent of Indian employees
– surveyed are satisfied with their jobs.
– Results vary by employee facets of the job.
– Compensation, benefits, and incentives are the most
problematic elements in India.
Causes of Job Satisfaction
Pay influences job satisfaction only to a point.
– Once an individual reaches a comfortable level of living, there
is no relationship between amount of pay and job satisfaction.
– Money may bring happiness, but not necessarily job
satisfaction.
Destructive Constructive
Passive
See E X H I B I T 3–4
Outcomes of Job Satisfaction
Job Performance
– Satisfied workers are more productive AND more
productive workers are more satisfied!
– The causality may run both ways.
Organizational Citizenship Behaviors
– Satisfaction influences OCB through perceptions of
fairness.
Customer Satisfaction
– Satisfied frontline employees increase customer
satisfaction and loyalty.
Absenteeism
– Satisfied employees are moderately less likely to miss
work.
More Outcomes of Job Satisfaction
Turnover
– Satisfied employees are less likely to quit.
– Many moderating variables in this relationship.
• Economic environment and tenure
• Organizational actions taken to retain high performers and to
weed out lower performers
Workplace Deviance
– Dissatisfied workers are more likely to unionize, abuse
substances, steal, be tardy, and withdraw.